Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Job started: October 2024
  Address: *** ******* ****
  Transaction: Mersey was hired to install furnace
  Money advanced in full
  Status: job remains incomplete

  Business Response

  Date: 08/05/2025

  Dear *****, 
  Thank you for bringing your concerns to our attention about your installation and giving us the opportunity to address them. We sincerely apologize for any inconvenience caused by the incompletion of the install.  As you know, the unit is being replaced and scheduled for install May 13th at your request.
  Your satisfaction is very important to us, and we encourage you to reach out if you experience any further concerns or have additional questions. We are always here to help.
  
  Have a great day,
  
  Your team at Mersey

• Initial Complaint

  Date:05/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having issues with my furnace a short time after the maintenance service visit on November 2024. I had concerns about the November service visit and immediately contacted Mersey and was advised that a manager would call me back. It is now March, and despite numerous calls, emails, and webform requests a manager has not called me back.
  
  The furnace which was installed and maintained solely by Mersey ( installed in 2014). I have paid $270.52 every year since 2014 for the maintenance package. The AC service has still not been done. I also paid another $90 to have another Mersey technician take a look at the furnace, but that technician could not clearly identify the issue with the furnace, and appeared to try to cover his co-workers bad work.
  
  I finally recently had another HVAC company look at my furnace and the report by Mersey (from November 2024) and was advised the furnace appears to have been tampered with. My suspicion is further fuelled by Mersey’s management refusing to return my contact requests.
  
  I now am requesting the money I paid for the maintenance package ($270.52) to be returned to me. The services were not provided, in fact it would appear my equipment was damaged in an attempt to *** me out of funds.

  Business Response

  Date: 11/03/2025

  Hi *****, 

  Thank you for allowing us the opportunity to resolve your concerns. We understand that you are worried about your furnace and air conditioner maintenance. Our manager has been trying to reach out to you; he has left several voicemails with his contact info for you to call him back. Since we have not heard back from you, could you let us know the best way to reach you?
  
  You can also call our Operations Manager at ***** ********.
  
  Have a great day,
  Your team at Mersey.

  Customer Answer

  Date: 11/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  It is absolutely not true that Mersey has been trying to reach me - leaving me several messages. That response is completely false! My first and only call back from Mersey with respect to this issue was yesterday, March 10th at 12:29 pm. I responded to Mersey the exact same day at 4:15pm and scheduled a phone call for today, which was just completed at 12:35pm. 
  
  Mersey has now promised to refund me the amounts I paid and subsequently cancelled my membership with them. Once the refund payment is confirmed received as promised, I will close this case.
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 20/03/2025

  Dear *****,

  We are pleased that you were able to discuss and resolve this issue with our manager. The refund for the amount of $270.52 has been processed to your method of payment as of March 19th and you should see the account credit in 3-5 business days. Thank you for your understanding in this issue. 
  
   Your Team at Mersey 

  Customer Answer

  Date: 27/03/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you very much BBB for your assistance.
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:12/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased ductless heating and air conditioning. The installer connected the water drainage tube to the downspout which resulted in the water back flowing back through the air conditioning heads causing extensive flooding in 4 rooms of the house. I purchased the maintenance plan but when I called for urgent assistance they didn’t come and provided no assistance over the phone.

  Business Response

  Date: 04/12/2024

  Dear ******, 
  
  Thank you for bringing your concerns to our attention and giving us the opportunity to address them. We sincerely apologize for any inconvenience caused by the backflow flooding issue. As you know, this concern was last addressed earlier this year in January 2024. There had been no prior issues since it was last installed in May 2022.  The technicians added additional drainage to help prevent similar incidences reoccurring.  
  Your satisfaction is very important to us, and we encourage you to reach out if you experience any further concerns or have additional questions. We are always here to help.
  
  Your team at Mersey.

  Customer Answer

  Date: 04/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  Although you admit to making a mistake in installation which caused backflow of water and flooding in my home, you refuse to take responsibility for it.  Your "certified" technician did not follow the installation instructions that come with the unit.  He installed the units incorrectly which caused $5000 of water damage to our home.  My wall and baseboard was saturated with water and the hardwood floor became warped.  You should pay for the damage that you directly caused.  If I didn't have this faulty installation this flood would never have happened.    The damage of that negligence is $5000.  When you pay $5000 for the damage your negligence caused and apologize for the error then we can close this matter.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Customer Answer

  Date: 07/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  The tubing was never supposed to be attached to the eaves in the first place, according to the installation instructions manual on the unit.  If the eaves being clogged had anything to do with the flooding then that would be the fault of the installation.  According to the instruction manual:

  Page 12.
  "Drain should be as short as possible and should not have any droops or kinks that would restrict condensate flow and shall be approved resistant pipe. There must be a 2-inch (51 mm)  space between the end of the condensate drain and the final termination point (ground, open drain, etc.) to ensure that the line will drain freely."  Also "After the system installation is complete, the condensate drain line must be checked for leaks and proper drainage.'
  
  The drain was attached to our enclosed eaves as you state. This is incorrect installation and that's why we had flooding.  You caused the flood because you didn't install it properly.  If I don't receive any compensation I will be forced to bring you to small claims court.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 15/01/2025

  Dear ******, 
  
  Thank you for bringing your concerns to our attention. After reviewing the details of the installation and your feedback, we would like to reiterate that the flooding was caused by clogged eaves, which are the homeowner's responsibility to maintain. Proper drainage is essential to the system's functionality, and obstructions in the eaves can prevent it from operating as intended.
  

  Our installation was performed in accordance with industry standards and the manufacturer’s guidelines. However, if you believe there was an error in the installation, we encourage you to provide additional documentation for further review.
  

  As the issue stems from factors outside of our control, we are unable to offer compensation for damages. We have taken all reasonable steps to address the situation and ensure proper drainage moving forward. If you have further concerns or questions, please don’t hesitate to reach out.
  

  Your Team at Mersey